Smooth Sunday Morning shift, just a few hiccups.
Ever since our property implemented the pre authorisation policy, it's been a bit hit and miss in terms of effectiveness and guest response. We have to do this even for one night stays, so I can understand the frustration. Most credit cards we do the pre-authorisation on only release the money after 5 or 7 business days, so that adds to the frustration. Doing cash deposits is easier coz we can return it on the checkout date.
Anyway, most guests were pretty mellow with it, but one guy checking out today did vent his frustrations and say he wouldn't come back. He understood I was just doing my job, but he did call out the policy for being pedantic. Eh, I'm used to it. Also, people carry very little cash these days.
Next is the troubles of this one particular guest booked in by the welfare centre. It was a family of five (two parents, three very young kids), and we received the paperwork regarding room charges and food allowances. She was allotted two boxed breakfasts and up to $80 at the restaurant. Anything extra, she needs to pay herself.
The first problem was about half an hour after they checked in. They came up to the front asking for some extra blankets (no problem) and a room service breakfast form. I had to explain to her that the voucher we received was only valid for two boxed breakfasts like the ones I had already given her. She wanted to charge the room service back to the agency because she thought EVERYTHING would be sent back. After five minutes of back and forth, including me telling her the headache it would cause if I ignored the instructions, she gave in and forked over the money for the meals.
She made me print out an invoice for her so she could be reimbursed for it, but I doubt that's gonna happen.
Then came the time we sent the meal up. There weren't any problems taking it up, but when they checked out the mother said the breakfast was horrible. I knew something was up, so when I went up to inspect the room for damages (which the agency would cover for) I checked the breakfast trays.
They barely even touched them.
For real, everything on one plate was literally untouched. On the other, they just dug out the yolks form the poached eggs and wrapped one of the four sausages around one of the two slices of toast. Even the bottled juices were unopened. But other than that, the baked beans, bacon and egg yolks were undisturbed. It was the same last night as well when I took the trays back to the restaurant; the fish fillets were literally half eaten.
The breakfast boxes weren't even finished as well. The cereals in both were open, but when I found them they were still sitting in milk. The preserved fruit wasn't open, or the biscuits.
Well, I charged the breakfast boxes and dinner back to the agency, but that lady's gonna be in for a headache when she tries to get the money back for the 'horrible' breakfast she didn't even eat. I wouldn't be surprised if the welfare agency contacted us about this. The joke's on them coz I've written a report and we have photographic evidence the food hasn't been touched at all.
Ever since our property implemented the pre authorisation policy, it's been a bit hit and miss in terms of effectiveness and guest response. We have to do this even for one night stays, so I can understand the frustration. Most credit cards we do the pre-authorisation on only release the money after 5 or 7 business days, so that adds to the frustration. Doing cash deposits is easier coz we can return it on the checkout date.
Anyway, most guests were pretty mellow with it, but one guy checking out today did vent his frustrations and say he wouldn't come back. He understood I was just doing my job, but he did call out the policy for being pedantic. Eh, I'm used to it. Also, people carry very little cash these days.
Next is the troubles of this one particular guest booked in by the welfare centre. It was a family of five (two parents, three very young kids), and we received the paperwork regarding room charges and food allowances. She was allotted two boxed breakfasts and up to $80 at the restaurant. Anything extra, she needs to pay herself.
The first problem was about half an hour after they checked in. They came up to the front asking for some extra blankets (no problem) and a room service breakfast form. I had to explain to her that the voucher we received was only valid for two boxed breakfasts like the ones I had already given her. She wanted to charge the room service back to the agency because she thought EVERYTHING would be sent back. After five minutes of back and forth, including me telling her the headache it would cause if I ignored the instructions, she gave in and forked over the money for the meals.
She made me print out an invoice for her so she could be reimbursed for it, but I doubt that's gonna happen.
Then came the time we sent the meal up. There weren't any problems taking it up, but when they checked out the mother said the breakfast was horrible. I knew something was up, so when I went up to inspect the room for damages (which the agency would cover for) I checked the breakfast trays.
They barely even touched them.
For real, everything on one plate was literally untouched. On the other, they just dug out the yolks form the poached eggs and wrapped one of the four sausages around one of the two slices of toast. Even the bottled juices were unopened. But other than that, the baked beans, bacon and egg yolks were undisturbed. It was the same last night as well when I took the trays back to the restaurant; the fish fillets were literally half eaten.
The breakfast boxes weren't even finished as well. The cereals in both were open, but when I found them they were still sitting in milk. The preserved fruit wasn't open, or the biscuits.
Well, I charged the breakfast boxes and dinner back to the agency, but that lady's gonna be in for a headache when she tries to get the money back for the 'horrible' breakfast she didn't even eat. I wouldn't be surprised if the welfare agency contacted us about this. The joke's on them coz I've written a report and we have photographic evidence the food hasn't been touched at all.
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